Customer Service Practices, Policies and Strategies at Dorchester Hotel

Customer Service

Table of Contents
Introduction .....................................................................................................................................1
Main Body ......................................................................................................................................1
Conclusion ......................................................................................................................................1
References ......................................................................................................................................2

Introduction
Customer service is defined as the process of offering support to the target customer
before and after they use company's product and services leading to enhance their satisfaction
level and retain them for long period of time. It is also considered as the act of determining the
needs and preference of the customers and accordingly delivering them professional and quality
services to them (Solomon, 2020). It helps the business to build positive and long term
relationship with their customers and retain them for long. For this report essay Dorchester hotel
is taken as the base hotel. The Dorchester hotel is one of the top five star and expensive hotel in
London, it was founded in 1931 offering quality services to their customers. This report
highlights the detailed description of the hotel's customers services practices, policies and
services quality vision. Also the hotel's service guarantees and complaint handling procedures is
also highlighted in this report. In addition to this, recommendations for suitable customer focused
services to enhance guest satisfaction and how these can become part of hotel's culture and
strategy is also highlighted in this report.
Main Body
Explain and assess chosen hotel’s customer service practices, policies and service quality vision
The term customer services is defined as the process of using various practices and going
above and beyond in order to make customer's happy and satisfy their needs, including resolving
their issues or answering their question with professional attitude. It also includes offering
quality services to customer's before and after buying process takes place. With increasing
competition in the market and growing number of substitute, chances of customers shifting from
one brand to another is increasing (Taghizadeh, Rahman and Hossain, 2018). In such case
retaining customers and satisfy their needs becomes essentials for the business organization.
Offering quality customers services helps the business organization to satisfy their needs and
retain them for long period of time. In case of Dorchester hotel, which is an luxury hotel chain
brand that has been acknowledged for its engaged staff behavior. Hotel ensure to offer engaging
environment for the their employees so as to provide them right talent, right knowledge as well
as skills so they are capable to offer ultimate experience to their guest. Some of the services
customer practices practices used by the company includes setting set of strong and effective
values, also Dorchester focus on recruiting or hiring hiring right and skilled people who will be
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